Every customer wants to be made to be felt that they are the only person in the world. Their expectations of the service they want is far higher than any business can imagine and sometimes business owners forget that. So be aware of that fact.
Customer Service: 5 Must-Do’s for Every Business
1. Always acknowledge.
Every phone call, email or any other form of communication. Nothing is worse than being ignored. If you are unable to respond in full immediately, phone or email to say that you acknowledge the communication and that you will get back to them by a certain time and date. Put it in your calendar so you do not forget.
2. Always do what you say you are going to do.
Customer needs are important, even if you feel they are not, or if you feel their request is minor compared to other challenges you may have in your business. Your business is something you do every day, with the trained expertise of a professional. They may have never used your type of service before, so do not know quite what to expect. So don’t appear flippant to your customer.
3. Always establish a course of action.
Let them know what to expect and when. Keep it simple and in non-technical terms. Your customer does not care if their job is dependent on the if’s, but’s and maybe’s of some thingumajig! If you deliver sooner and provide a better than expected service, they will remember you for it.
4. Always smile.
Whether it be in person, face to face, or on the phone, a smile will always come through. If you are having a bad day, never let it filter through to your customer. There is a saying: ‘Behavior Breeds Behavior’ – if you appear grumpy, you will in turn make everyone else feel grumpy!
5. Always be accountable.
Sometimes, not everything goes to plan and the customer may be left unhappy with a service. You may think you did everything in your power, and that the complaint was unwarranted. However, never underestimate the power of a customer. If, in their eyes, you did something wrong – acknowledge it. If you don’t, their experience will end up on their Facebook page or consumer websites, causing irreparable damage to your reputation. Provide a solution that will appease the customer, but more importantly – apologize sincerely. This will invariably diffuse a situation enough to stop the customer from saying detrimental things about your business.